Evolving service for a complex, resilient, and sustainable world

Robert F. Lusch · Jim Spohrer

42 citations0/0 files storedJournal of Marketing Management

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Service and Product Innovation Service-Oriented Architecture and Web Services Complex Systems and Decision Making

Abstract

As the world evolves complex interdependencies, it is more important than ever to pay special attention to service system resiliency and sustainability. The emergence and growth of service science and Service-Dominant (S-D) Logic helps to encourage systems-level thinking and provides at least some initial guidance on developing appropriate ‘mind-sets’ and skills. In turn, this provides the means to be more innovative in developing solutions to ‘wicked’ human problems that growing complexity brings forth. Undoubtedly, some of these innovative solutions must deal with policymaking. And some of these policies may encourage new types of value-propositions that grant shared access rights to resources while developing new rules that allow the co-evolution of dispute resolutions. This invited commentary on service integration and coordination in a complex world should be of value to enterprises and governments searching for ways to adopt a more service-oriented perspective and develop more innovative service offerings.

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References

1991Exploration and Exploitation in Organizational Learning 2003Evolving to a New Dominant Logic for Marketing 1990Flow: the psychology of optimal experience 2007Service-dominant logic: continuing the evolution 2006Understanding Institutional Diversity 2009Understanding Institutional Diversity 2000Design Rules 2009The Nature of Technology: What it Is and How it Evolves

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2018People, technology, and governance for sustainability: the contribution of systems and cyber-systemic thinking 2017The viable system perspective of actors in eco-systems 2015Literature Review and Proposed Conceptual Framework 2017The role of loyalty programs in healthcare service ecosystems 2022Enabling a service thinking mindset: practices for the global service ecosystem 2015Service-dominant logic for managing the logistics-manufacturing interface

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